Ingy Aboulkheir

Experience

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  Equinox International

  Jul 2013 - Sept 2015

  Indoor Sales Account Manager

  *Issuing cost sheet and price quotations.*Handling Small deals (FG, VM Ware renewals and SMB deals).*Coordinating between sales and logistics departments.*Supporting sales team on proposals and tendering process, (complete process from doing the quotation till closing the envelopes).*Develop and distribute various reports to assist the sales force in their daily and corporate-driven targeting efforts via the CRM and other methods.*Assists in the development of sales quotas and forecasts for the sales team.*Follow up with the sales to fill the new sales opportunities and new projects in the pre-sales and project management forums.*Handle GP process after receiving the PO with the sales and operation departments.*Handle ERP Oracle process after receiving the PO with the sales and operation departments. Show less

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  Raya Contact Center

  Oct 2015 - Apr 2016

  Technical Support‬ - Call Center Advisor for Etisalat UAE Home Services

  *Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.*Improves client references by writing and maintaining documentation.*Participates in development of client training programs by identifying learning issues; recommending instructional language.*Accommodates client disabilities by recommending devices and techniques.*Avoids legal challenges by monitoring compliance with service agreements.*Improves system performance by identifying problems; recommending changes.*Updates job knowledge by participating in educational opportunities; maintaining personal networks.*Accomplishes information systems and organization mission by completing related results as needed. Show less

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  Orange Business Services

  Apr 2016 - Feb 2022

  I was promoted to be a Lotus Notes and Process Administration besides the IT Analyst since September 16,2016:*Provide second level support for Managed Lotus Notes service to Orange customers [external and Internal]*Incident Management - Troubleshooting and diagnosing problems in existing network structures and/or customer servers leading to effective and efficient problem resolution in order to meet requirements of Service Level Agreements and contractual commitments to customer. *Coordinate with other entities inside Orange when needed to support our customers, incl Network, Security, Infrastructure, Call management, monitoring and remote access.*Troubleshooting and managing complex incidents acting as 2nd level within the time frame agreed with the business Manage Systems security and monitoring Ensure operational documentation is updated.*Change Management – Validate and apply changes to server, application configuration or architecture, as requested by the customer or by Engineering teams Technical management – perform pro-active service maintenance actions to maintain service availability and reduce risk *Providing guidance and training for the IT Helpdesk level 1 agents Migration – When required, coordinate and perform migrations/upgrades (eg. migration of users from previous to newer Notes version on hosted server)*Being involved in processes documentation and improvement through performance analysis. *Being part of pilots projects, major projects and changes as a main contributor providing testing, analysis and feedback to the project owners. Show less *Main responsibility involves the overall coordination of Incident handling with appropriate support groups till final resolution for Orange Business Services users communities.*Incident handling and coordination for Equant and FT.*Monitoring daily active Tickets ensuring issues are communicated clearly.*Troubleshooting and managing complex incidents acting as 2nd level within the time frame agreed with the business.*Providing an interface between the IT Helpdesk and numerous 2nd Level teams.*Providing an interface between Equant and FT subsidiaries.*Performing and managing technical/1st level escalations in line with ITSM Fault Management. *Assisting in the coordination of major outages and participating in crisis management and post mortems for outages.*Being part of pilots projects, major projects and changes as a main contributor providing testing, analysis and feedback to the project owners.*Contributing to the Incident backlog follow-up with second – third level teams to ensure targets are met.*Analyzing trouble tickets to monitor service trends and determine chronic issues, with a specific focus on service and processes improvements.*Assisting with improving and performing process audit activities (e.g. security phishing/virus attacks process).*Ensuring support groups adherence to operational processes across all levels.*Promoting and communicating incident management process rules and guidelines across support organizations.*Involved in all new processed between FT France and subsidiaries.*Providing guidance and training for the IT Helpdesk level 1 agents.*Providing updates to the customers per incident fault management guidelines. *Updates include managing ITSM bulletin board, Email and Telephone communication to the end user.*Being involved in processes documentation and improvement through performance analysis.*Responsible for communicating planned and un-planned outages for subsidiaries. Show less

  • Senior IT Analyst and Lotus Notes Administrator

    Oct 2020 - Feb 2022

  • Lotus Notes Administrator

    Sept 2016 - Oct 2020

  • IT Analyst

    Apr 2016 - Oct 2020
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  Microsoft

  Mar 2022 - now

  EMEA Exchange Support Engineer

  *Support for Exchange on-premise versions 2010/2013/2016/2019 On-premises and hybrid solutionsManage crisis situations that may involve technically challenging issues and diverse audiences*Deliver high quality service to Microsoft Enterprise customers by solving technically complex mission critical or politically hot customer and helping to proactively prevent new ones.*Determine problem and narrow to a specific component while managing the customer’s expectations for resolution.*Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation*Apply expertise to resolve more than one issue at a time. Collaborate across teams and technical product issues leveraging global resources as needed to resolve customer issues.*Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.*Handling Exchange in coexistence scenarios.*Handling Exchange in multi-sites scenarios.*Be innovative and passionate by providing solutions using the latest Microsoft technologies. Show less